Visitor Services Trainer

Da Vinci Science Center•Allentown, PA

About The Position

The Visitor Services Trainer is a key member of the Visitor Services team, bringing science to life and lives to science by providing a high level of customer service and supporting daily operations across the Welcome Center, Group and Camp Entrance, Traveling Exhibit, Science Theater, and other designated Visitor Services areas. The role includes selling memberships and general admission, answering visitor questions about programs and services, and proactively addressing issues that affect the guest experience. The Trainer is expected to maintain a positive attitude and professional demeanor and serve as a role model for associates and colleagues at Da Vinci Science Center. The Trainer supports the Guest Experience Manager by coaching new and current staff, including employees returning from a leave of absence, on Visitor Services standard operating procedures. The position also trains staff and volunteers in customer service, point-of-sale operations, appropriate visitor interactions, and new functions or ways of working. The Trainer provides ongoing performance feedback and serves as a Visitor Services liaison on teams developing and implementing programs to enhance the guest experience.

Requirements

High school diploma.
Experience working in a facility that serves children.
Maintain a positive attitude and professional demeanor.
Demonstrate customer service skills and follow Visitor Services operating and cash control procedures.

Nice To Haves

Higher education or prior experience preferred.
Bilingual candidates are strongly encouraged to apply.

Responsibilities

Welcome visitors to DSC and provide a high level of customer service.
Serve as a cashier at the Welcome Center and other Visitor Services stations, checking in visitors accurately and efficiently while following cash control policies.
Lead cashiers at Visitor Services stations and ensure they follow cash control policies.
Open and close the Welcome Center and other Visitor Services stations; open and close registers and complete required end-of-day drawer paperwork.
Troubleshoot inconsistent records, discrepancies between reports and actuals, and point-of-sale equipment malfunctions.
Process coupons, discounts, group, consignment, and complimentary tickets according to established standards and procedures; screen applicants for complimentary pass donations.
Promote and sell memberships, including converting walk-in ticket buyers to members.
Promote birthday parties, special events, group sales packages, facility rentals, and auxiliary services; occasionally serve as a birthday party liaison or host.
Learn about DSC programs and events to answer questions and direct guests, and contribute to the Welcome Center daily log.
Answer the main phone line, respond to inquiries, and transfer calls when necessary.
Monitor Visitor Services areas and stations for safety, cleanliness, and organization, and ensure lockers are unlocked and empty for guest use.
Respond to visitor inquiries and concerns in the building, online, and by phone.
Coordinate with team leaders from Education, Facilities, and Operations to support a high-quality guest experience.
Assist in training new and established employees on Visitor Services policies and procedures across all Visitor Services areas.
Keep Visitor Services areas, including the lobby, coat room, and haven room, safe, clean, stocked, organized, and accessible to visitors and staff.
Execute emergency plans by following policies and procedures, including lost child/parent alerts and crisis plans.
Perform clerical duties to support Visitor Services programs.
Train volunteers and staff in exemplary customer service, POS system use, appropriate interaction, and positive demeanor.
Serve as the Visitor Services liaison on teams developing and implementing new public and other programs to enhance the visitor experience.
Train volunteers and other team leaders in new functions or ways of working in Visitor Services.
Provide ongoing performance feedback to volunteers and staff and respond to feedback from guests and supervisors about personal performance.
Support the Science Center’s mission and values and demonstrate commitment to diversity, equity, inclusion, access, and belonging.
Perform other duties as assigned.